Real-Time Operations Analyst - Onsite in Plano

Cognizant; Plano (TX); On-site; USD 50,000 - 58,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation in Plano, TX seeks a Real Time Analyst to optimize workforce performance. You will monitor dashboards, generate schedules, and ensure service levels meet client needs in a fast-paced onsite role.

You will build reports, track KPIs, and collaborate with stakeholders to drive productivity and improve call center operations. Candidate should have WFM/analyst experience and strong analytical skills.

Qualifications

• 1-2 years of experience in a client service environment or WFM analyst.
• Strong computer skills and knowledge of Google Suite (sheets, slides, docs, drive).
• High school graduate; bachelor's degree preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Effective interpersonal skills—verbal and written.
• Flexible and adaptable to fast-paced environments.
• Promote change and positives of change in growth.
• Ability to remain calm under pressure and navigate tense situations.

Responsibilities

• Responsible for centralized reporting of performance metrics across all workflows.
• Assess, analyze, and report on employee productivity at multiple levels.
• Build dashboards and publish daily/weekly/monthly reports to clients and internal stakeholders.
• Analyze KPIs to identify patterns and root causes of issues.
• Track service levels, queue depth, ASA, adherence, and occupancy across queues.
• Generate production schedules for the operational team and adjust for volume and staffing.

Skills

Google Suite

Analytical skills

Interpersonal skills

Problem-solving

Adaptability

Verbal communication

Written communication

Education

High school diploma

Bachelor's degree preferred

Tools

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Cognizant Technology Solutions Corporation in Plano, TX seeks a Real Time Analyst to optimize workforce performance. You will monitor dashboards, generate schedules, and ensure service levels meet client needs in a fast-paced onsite role.

You will build reports, track KPIs, and collaborate with stakeholders to drive productivity and improve call center operations. Candidate should have WFM/analyst experience and strong analytical skills.